Complaint Review: Rosner Motors Stafford

On October, I purchased my Toyota Avalon (Limited) from the Rosner Toyota located at 95 Garrisonville Rd, Stafford VA 22554. The following day I returned to the dealership to pay the remaining balance of the car. During that time, I expressed to the Sales Person Dave Larson that my car was provided to me in an unclean condition.

At that time, the Sales Person took possession of my car and attempted to have it (re) cleaned. Unfortunately, my car was scratched (drivers door and front area above the door) during this cleaning process. As a result, I had to return my newly purchased vehicle so the scratches could be buffed out/touched up. The Rosner Dealership failed to rectify their first mistake. The attempt to buff out the scratches resulted in a bigger mark than the original scratches.

Additionally, the dealership failed to buff or touch up the door again to correct what was not achieved the first time.

Another problem with my new car began within two weeks of purchase. Specifically, it appeared that a malfunction had caused the seat heater to stop working. Initially, I assumed that the problem was due to my error in operation. However, I quickly confirmed that in fact the heated seats were inoperable.

As a result, I immediately contacted the dealership and scheduled an appointment to have this defect examined. On December 6, 2006, my car was being inspected when I received a call from the Service Adviser. He indicated that my car had been involved in an accident and I would be picked up from the shopping center where I was waiting. Upon arrival, I noticed that the drivers side rear fender had a huge dent and had been scratched to the extent that the white under coat was visible.

I was quite upset at the sight of this damage and made my way immediately to the Service Managers office to discuss this accident. The Service Manager made light of the whole situation by responding that accidents happen. As a customer, I expected and deserved an apology which I never received and more importantly neither did I receive a solution.

Moreover, it appeared to me that more concern had been placed on the car (dealer vehicle) with which they had an accident. The Service Manager minimized the damage caused to my vehicle and instead kept embellishing about the other car which frankly was none of my concern. Please be advised that the vehicle mileage on my Avalon was 2000 miles the night prior to the car accident.

Quite naturally, I was upset that the Service Manager failed to focus on the damage and remedy for my car. Instead he was discussing his own car. Because I felt that my needs were not being addressed, I requested to speak with the General Manger Kevin Runey. Unfortunately, he too, responded to me in the same nonchalant manner.

At that point, I no longer wanted to discuss anything with the staff at Rosner because they had failed to effectively and professionally resolve problem(s) which they created. On this day, I simply requested a loaner to leave the dealership and it was at this time that the Service Manager indicated that they just do not give a loaner.

As a result, I waited for another 30 to 45 minutes before meeting with James Carey, the person who I spoke to when I did my initial paper work. I expressed to him that good customer service is very important to me and I was looking forward to having better service with Toyota. I pointed the damage to my car and it was Mr. Carey who finally arranged for my rental.

Regarding the accident, I didnt hear anything further from the dealership for approximately one week. A co-worker had originally referred me to the Rosner Dealership who after I consulted about my ongoing car issues provided the name of another General Manager, Tony Long. My co-worker advised that Tony Long should proof more helpful.

Upon reaching Mr. Long, I advised him that I was very upset with the way everything was handled. My excitement of a new car purchase had all too quickly faded. In light of all the problems created by the Rosner Dealership, I deserve to have my vehicle replaced and informed Mr. Long the same. Although he agreed to look into my request, he called back a few days later indicating that the car had been fixed.

I informed him that, at least the damaged parts should be replaced not just fixed. Mr. Long led me to believe that not only new parts had been placed on my car but that a free clear coat protection was being provided as a bonus for the trouble I had been caused. Additionally, he mentioned that the clear coat was re-done since it was not completed to his satisfaction the first time.

Please note that I was never given an estimated time to pick up my car. One afternoon I received a very upsetting call from the staff at the dealership. I was told that my car is ready and that I needed to pick it up that day otherwise, I will be responsible for the rental car.

It was approximately late afternoon and I was working in Sterling VA meanwhile my car was in Stafford VA and I was not scheduled to be off from work until 5:00 pm. I also received a call from the car rental manager saying that Toyota is no longer covering my rental car. I believe that it was very improper for the dealership to impose this type of stress on me. There was no way I could have made it there in time, I frantically called Tony Long, and he was kind enough to let me wait to be off in the next couple of days to pick up my car.

Once again, upon arriving to pick up my vehicle I was unsatisfied with the labor that was performed. I immediately noticed the damage that was buffed out and the car still had sanding dust on it. There was no clear coat on my car and neither was it washed. Additionally, I noticed very clearly the burn marks from the buffing and the scratches along with some of the other damage.

It was after 7:00 pm when I arrived at the dealership and they were closed, but Mr. Long was still at work. I pointed him out as much damage as I observed and told him that what he said previously was obviously not true. Nothing he said was done in the manner he said it would be. At that moment, I reached an emotional breaking point and I was in tears. Mr. Long then promised that he will, take me out of the car. Mr. Long asked me to take my damaged car home so I could get all of my personal belongings out of it. As I was driving home that day, I also noticed that my heated seats were still not functional.

I called Mr. Long back to let him know immediately. Because Mr. Long started his vacation that day, it was hard to get a hold of him and I also felt like I was bothering him on his vacation. Mr. Long started negotiating with me on the price he wanted to sell me a new car and what he would give me for my new car that the dealership had damaged.

Please be advised that Mr. Long only offered me $26,000 for my car which I paid over $35,000. He told me that he had an identical car to sell me and I would only be paying state sales tax and $2,000. When I arrived to the dealership to see the replacement car that Mr. Long had for me, I noticed that it was actually not identical to the one I purchased. Moreover, I checked the car online and discovered that the sticker price was lower than the sticker price for my car. I noted that the replacement car did not have a remote starter as my purchased vehicle does contain this amenity.

Trying to exercise diplomacy, I requested that my car be replaced with an identical car or that the dealership have a remote starter installed in this car. I was willing to take a promissory note for the remote starter however, the dealership refused to provide a promissory note. They did promise to call me back with the answer the following day as far as if they can put a remote starter in the car but I never heard back from anyone regarding this matter.

Due to all my turmoil and dissatisfaction, I took the assistance of my brothers attorney, Sean Roche. Since the afore-mentioned occurred toward the end of the year of 2006, I had to wait till the beginning of 2007 to resume addressing this car issue as Mr. Tony long was on vacation.

After some discussion, it was agreed that I will only pay State sales tax and the car will be swapped with another identical car. At this point, Mr. Long fabricated that I was rude to him or something in this manner. It is for this reason my brother, Imran Rahman agreed to be the middle man. Once again, it took several days and approximately 4-5 phone calls before my brother was able to get in touch with Mr. Long.

Mr. Long told my brother he will be in touch with him once he locates an identical car (within a week or so) to have it swapped with my current vehicle and he reassured that I will only have to pay sales tax. My brother never heard back from Mr. Long. The Attorney, Sean Roche contacted the dealership again, and this time their Brian E. Pumphrey attorney was involved and he stated at that time they would only be able to give us some monetary damages toward the car and would no longer be providing a replacement.

I was unhappy with this offer, but I wanted to get this ordeal over and done with.

I was asked to take picture(s) of the damages and a couple of pictures were taken as most of the damage is difficult to decipher in a picture. Moreover, I did offer to have the dealership take time to inspect my car as well. Now, the dealership is denying the damages all together. I have a couple of letters that I faxed to Mr. Long requesting copies of the receipts of the work performed on my car. Mr. Long kept promising, but never provided me with any type of receipts or paper work. Attached you will find copies of the items that my brother and his attorney sent to the dealership.

At this point, I would simply like to return the car to the dealership and have my money reimbursed. In light of being mistreated, lied to, and inconvenienced, I do not believe that my request is too much to ask. I am writing to you with the hope that you can assist me to resolve this matter expediously. I am truly trying to avoid taking legal action but the responses to remedy this problem have simply been unsatisfactory.

Shaheen
Springfield, Virginia
U.S.A.

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